The Bellmoor Inn & Spa — Hotel in Rehoboth Beach

This was our second stay at the Bellmoor but we won't be returning. We first visited in 2023 + we only stayed for 1 night. We loved the garden room we booked, amenities, and close proximity the Inn offered to the boardwalk/beach. This time around, we stayed for 2 nights to better enjoy amenities around the property but were disappointed with the interactions we had with the front desk staff after the Inn charged us $1,000 extra for our stay.||||The longer we stayed this time, the more the rose colored glasses came off. After reading other reviews, we agree with many of the complaints about quality vs price of stay. After losing this money to the company, we can't recommend anyone stay here.||||‼️ If you need to be refunded by the Bellmoor Inn & Spa, that money won't be yours again before the end of your vacation. It's currently 5 business days later on a normal summer week, and our $1,000+ refund still hasn't cleared. Not having money on our vacation (and back in the real world, now) overshadowed the rest of the experience ‼️||||We paid ahead, in full, using the Flex Pay service offered directly through booking on their website to avoid expenses upon arrival, streamline check-in, and to have designated spending money for our anniversary vacation. If you book a stay here and use the Flex Pay "buy now pay later" service, you NEED to mention that you have paid in full when you check in. Otherwise, you will be charged and unlikely to receive a refund.||||We checked in Friday, weren't told at check-in that any charges would be made yet; assumed accumulated parking, extra room charges, etc would be charged at check-out.||||The $1K+ charge immediately came out of my account last Friday, and we spoke with the front desk to have that refunded. It seemed to be resolved: refund processing on their end, we should be seeing it pending shortly.||When I didn't see the money in my account by Sunday morning, we went back to the front desk to get an email confirmation of the refund prior to check out. ||||At the front desk when approached, Sue came off very flustered, impatient, and confused. We gave our info and explained that we had been overcharged, a refund was being processed, and that we would just like an email confirmation. She immediately assumed that we didn't and weren't willing to pay for the second portion of our stay and didn't listen to our actual problem. Sue said things like "I can't let you check out", "I don't know who you paid", "we need our money", and overall didn't think we paid for our stay. We showed her the email confirmation through Flex Pay that we were paid in full, and she continued to be defensive and accusatory. Still unaware of Flex Pay.||||Sue eventually looked at our account and saw that we HAD in fact paid in full; Flex Pay would be charged at check-out, not our personal card. Now that she had solved her own problem, Sue tried to usher us away STILL without our confirmation email! When she realized she was wrong, she never apologized or backtracked the accusations she made (in front of other guests), she said she wasn't aware because she is "only part-time". The final time we asked for the confirmation with Sue, she said that a manager would need to help us with that request. ||||We offered to wait for the manager, but Sue said she had "no clue" when a manager would be in. Keep in mind, this was 9 am on Sunday when many guests will be checking out by the 11 am deadline. She insisted that we didn't wait, and resolve it at check-out instead. We went back to our room upset and dissatisfied. ||||At 11 am checkout, the full front desk staff was there, including a manager. We check out with Sue, not being addressed by any other employees. Sue was quiet and prompt, never offering an apology for her misunderstanding before.||||After checking out, I went back in to privately speak with the general manager, Garth. He offered an apology, better training, and a refund "soon". It is now the next Saturday (8 days after the initial refund, 5 business days) and I have not received the email confirmation or refund. I appreciated his response, but it was little more than the general responses you see on google. I cannot stress enough how understanding we were the entire weekend that the bank process takes time, but we were $1K+ short our entire vacation.||||To Mgmt: this is your second review recently to mention Sue by name. She was the worst person we experienced all weekend. She's a part time employee, and I am a 1 time guest. For any staff processing payments, they need to know all the ways guests can pay. If a staff member can't be trained to treat guests with more respect, they should not be speaking to guests. I urge you to review the front dest footage from our initial interaction with her on Sunday for a "How Not To Treat Guests" tutorial. Your Inn is too expensive to speak to any guest that way.||||⭐️ Sunday morning, I would've left a 5 star review given the sentimental value this place holds for and how the overcharge mishap was handled up to that point. The interaction with Sue soured the weekend and experience of the Inn as a whole for us. And NOW it has been 5 business days since we requested a refund and Bellmoor has not given us our money back. Our bank says the Bellmoor won't release the money, the Bellmoor says they don't have the money. This vacation was a waste and we have no idea when our money will be returned to us. We've spoken to the Inn multiple times and they've offered...

This was our second stay at the Bellmoor but we won't be returning. We first visited in 2023 + we only stayed for 1 night. We loved the garden room we booked, amenities, and close proximity the Inn offered to the boardwalk/beach. This time around, we stayed for 2 nights to better enjoy amenities around the property but were disappointed with the interactions we had with the front desk staff after the Inn charged us $1,000 extra for our stay.

The longer we stayed this time, the more the rose colored glasses came off. After reading other reviews, we agree with many of the complaints about quality vs price of stay. After losing this money to the company, we can't recommend anyone stay here.

‼️ If you need to be refunded by the Bellmoor Inn & Spa, that money won't be yours again before the end of your vacation. It's currently 5 business days later on a normal summer week, and our $1,000+ refund still hasn't cleared. Not having money on our vacation (and back in the real world, now) overshadowed the rest of the experience ‼️

We paid ahead, in full, using the Flex Pay service offered directly through booking on their website to avoid expenses upon arrival, streamline check-in, and to have designated spending money for our anniversary vacation. If you book a stay here and use the Flex Pay "buy now pay later" service, you NEED to mention that you have paid in full when you check in. Otherwise, you will be charged and unlikely to receive a refund.

We checked in Friday, weren't told at check-in that any charges would be made yet; assumed accumulated parking, extra room charges, etc would be charged at check-out.

The $1K+ charge immediately came out of my account last Friday, and we spoke with the front desk to have that refunded. It seemed to be resolved: refund processing on their end, we should be seeing it pending shortly.

When I didn't see the money in my account by Sunday morning, we went back to the front desk to get an email confirmation of the refund prior to check out. Sue was rude to us and accused us of not being able to pay. She was confused and didn't know what Flex Pay was, claiming her "part-time" status excused her behavior. She couldn't send us an email confirmation of the refund and just said to solve it at checkout.

After checking out, I went back in to privately speak with the general manager, Garth. He offered an apology, better training, and a refund "soon". It is now the next Saturday (8 days after the initial refund, 5 business days) and I have not received the email confirmation or refund. I appreciated his response, but it was little more than the general responses you see on google. I cannot stress enough how understanding we were the entire weekend that the bank process takes time, but we were $1K+ short our entire vacation.

To Mgmt: this is your second review recently to mention Sue by name. She was the worst person we experienced all weekend. She's a part time employee, and I am a 1 time guest. For any staff processing payments, they need to know all the ways guests can pay. If a staff member can't be trained to treat guests with more respect, they should not be speaking to guests. I urge you to review the front dest footage from our initial interaction with her on Sunday for a "How Not To Treat Guests" tutorial. Your Inn is too expensive to speak to any guest that way.

⭐️ Sunday morning, I would've left a 5 star review given the sentimental value this place holds for and how the overcharge mishap was handled up to that point. The interaction with Sue soured the weekend and experience of the Inn as a whole for us. And NOW it has been 5 business days since we requested a refund and they have not given us our money back. Our bank says the Bellmoor won't release the money, and they say they don't have the money. This vacation was a waste and we have no idea when our money will be returned to us.

Edit: I feel I took the appropriate measures to collaborate with the Inn and I stand by my review. The money appeared after...

We debated about whether to leave this review because we have some great memories at the previously family owned Bellmoor. Last week on our 9 night stay we received great service from 3 outstanding individuals, Moe (chef), Rick (bartender) & Andy (Operations Mgr). But we felt a big difference the takeover by a corporate firm in NY has made. It began at check-in with Sue, half asleep at the desk and obviously couldn’t care less about us or lifting a finger to help us. Her attitude was awful. Breakfast funding and staffing has been obviously cut. The OMELETTE station is gone. HUGE disappointment, especially not being told about this prior to our visit. Had scrambled eggs instead. No homemade oatmeal- prepacked envelopes. Sugary cereal containers, with nonsugary ones occasionally that disappear quickly. Fruit selection just cantaloupe and canned pineapple. Same things every day. Breakfast went from 5 stars to what you’d get at a 3 star hotel. Our room had a broken screen door that fell on me. Also a shower that leaked. My husband fixed it. No more of the expected Bellmoor shampoo, conditioner, soap, shower gel, etc prepackaged toiletries. Instead highly perfumed (female scent) pumps. I’m allergic to many perfumes and have asthma and a man wouldn’t want to walk around smelling like these! Very poor corporate judgement I asked for unscented soap bars and was told there were “none in the building”. The manager eventually found 3 petite ones in the spa. No more individual half and half creamers. Coffee mate powder filled with artificial ingredients. The jacuzzi tub in our suite had cold water coming out of the jets, along with the warm water. Puzzling. Not functioning right. And our fireplace was broken the entire week Are these things being checked? Do they even have the staff to do it anymore? The website states there’s a concierge? In the past there was. No more There’s no gym, which they used to have many years ago. You can leave and go to the gym they give you passes for a couple blocks away. It’s small and not impressive. And not convenient to have to do this for a 4 star hotel. Being there at the beginning of May, the pools were still closed. There was no beach shuttle. Yet there are fees upon fees to pay. When in past years we left for the day the same guys at the front desk always cheerfully said “have a great day!” And often talked to us and helped us with vacation suggestions. Now they stand there with heads down. It’s not their fault The entire atmosphere has changed. I took the time to answer the email follow up review from them. Very similar to this. All I got back was in effect, sorry your visit was disappointing and they gave their GENERiC email address if we desire to contact THEM!! The email address ANYONE would email for general info. We weren’t happy. In our response, we stated to forward it to corporate and this is how much they care.

It’s a sad state of affairs, for loyal customers and employees who loved the former Bellmoor, and who continue to love vacationing in Rehoboth. If you continue to take away things that contributed towards building people’s precious memories, you (corporate) won’t be happy with the result.

Addendum: No response to this review from anyone at the Bellmoor. Seems they respond to only good reviews. Review was at 3 stars. We dropped it to 2 stars. They obviously don’t care. It’s all about the...